Brianen ndlovu

*Build and maintain strong client relationships from onboarding through to final delivery, ensuring timely, thoughtful support across all touchpoints. *Lead client meetings with clarity and care— setting agendas, guiding conversations, and resolving concerns with professionalism. *Manage client data with accuracy and discretion using CRM tools (ClickUp), always maintaining confidentiality and compliance. *Support clients through sensitive tax and financial matters with empathy and calm, especially during high-stress situations. *Collaborate closely with internal teams— including finance and marketing—offering administrative support and contributing to process improvements. *Proactively identify client needs and suggest tailored solutions to enhance their experience and success. *Act as the voice of the firm across client communications and marketing initiatives—blending service excellence with brand storytelling.

*Handled 80–150 calls daily, resolving 85% of issues on the first contact and maintaining a 95%+ customer satisfaction rate. *Served as the primary client contact, resolving inquiries across phone, email, and web chat. *Collaborated with internal teams to ensure seamless service and exceed client expectations. *Boosted customer retention by 10% through proactive issue resolution and personalized support. *Cross-sold promotions, contributing to a 15% increase in new customer acquisition. *Managed account updates, benefit education, device replacements, and number porting services.

*Ensuring new recruits meet the Department of Motor Vehicle requirements for drivers. *Prescreen applications and select qualified candidates with valid Class A license. Schedule Drug test. *Oversee preparation of interview questions and other hiring and selection materials. *Prepare recruitment materials and post jobs to appropriate job board websites. *Act as a point of contact during selection process. * Transfer Qualified drivers to truck carrier companies from leads

Handled customer inquiries and resolved issues via email and inbound & outbound calls. *Processing orders and transactions. Maintaining customer service database by entering data/information. *Fulfilling requests by clarifying desired information and forwarding requests to the appropriate party. *Liaised with internal product development team to implement effective customer service strategy resulting in 10% decrease in customer complaints. *Go through verification process with each customer spoken to for surety that we are discussing account information with the correct person.

*Assisted in product promotion, sales & complaint escalation *Process orders, returns and exchanges of devices and maintain records to update accounts. *Assist in troubleshooting where consumers are not able to access their accounts. *Manage large amounts of inbound calls. *Cancelling accounts for customers who are no longer interested in the service.